Lacoste Looks To Omni-channel Solutions For Seamless Customer Service
By Hannah Ash, contributing writer
Retailer Taps Manhattan Associates For Omni-Channel Growth
Fashion retailer Lacoste has contracted Manhattan Associates, Inc. to take charge of the company’s omni-channel growth and strategy. Harnessing Manhattan Associates’ omni-channel strength, Lacoste is looking to craft a seamless shopping experience for its customers. In partnering with Manhattan Associates, Lacoste is looking to achieve two main goals: to give its customer service agents a 360-view of customer orders and access to the retailer’s inventory and to give shoppers more fulfillment options.
The center pin of the retail strategy, Lacoste has mapped out Manhattan Associates’ Enterprise Order Management software, also used by David’s Bridal. The software works to create full omni-channel integration across different sales channels. With this software, Lacoste will be able to accept returns regardless of where and from which platform an item was purchased; make it easy for clerks and call center employees to quickly check inventories for all of Lacoste sales channels; source customer orders from the entire supply chain based on costs of fulfillment vs. cost of purchase. President and CEO of Manhattan Associates Eddie Capel states, "Enterprise Order Management has fast become essential to the selling infrastructures of the world's most innovative omni-channel retailers. We're delighted to add Lacoste to our fast-growing list of Enterprise Order Management customers and look forward to supporting the Lacoste team on this key phase of its omni-channel development program."
Lacoste’s new retail commerce strategy will initially be rolled out in the United States; it will then be introduced to markets in Europe and Asia. The Enterprise Order Management software is designed to integrate with Demandware, an omni-channel solution Lacoste launched in March 2013. CEO, USA, Francis Pierrel comments, “Enterprise Order Management solution will become the heartbeat of our omni-channel operation and will drive conversions across every point of commerce and improve customer lifetime value.”